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Samsung Electronics Co., Ltd is expanding it Home Appliances Remote Management (HRM) service globally, enhancing the remote diagnostic and troubleshooting experience for smart appliances users around the world. The service is now active across 122 countries including Canada with support for 17 languages, enabling seamless support for a wide global customer base.
HRM is a service that connects SmartThings-connected appliances to Samsung’s service network, maintaining a continuous record of device conditions and enabling real-time monitoring through the service center.
“Samsung’s HRM service exemplifies our commitment to proactive, smart customer care,” said Miyoung Yoo, EVP and Head of Global Customer Satisfaction Team, Digital Appliance (DA) Business at Samsung Electronics. “Thanks to the combination of seamless connectivity and real-time insights, this service helps to reduce complexity for our customers, ultimately enhancing their overall satisfaction.”
In line with the expansion of screen-equipped appliances like Bespoke refrigerators and washing machines, Samsung has also introduced a screen-sharing feature to enhance diagnostic capabilities. For various screens of 7”, 9”, and Family Hubs, its users can share their device screens in real time with service centre advisors, allowing diagnosis of display-related issues, app malfunctions or multimedia playback problems.
Samsung’s HRM service improves a new avenue for customer care by enabling real-time remote solutions for simple product issues that previously required in-home technician visits. For instance, for a customer that reported that the washing machine’s buttons were not responding, the advisor was able to diagnose through the HRM system that the Child Lock setting was active. With simple guidance on how to disable the setting, the problem was solved instantly without a technician’s visit. In another case where a customer reported condensation on the refrigerator door, with user consent, the advisor was able to remotely turn on the internal heater, which effectively eliminated the moisture.
In cases when an on-site visit is ultimately necessary, HRM improves the experience by allowing technicians to review detailed diagnostic data in advance. They are able to arrive at the site prepared, potentially reducing repeat visits and repair times.
With the continued expansion of customer support solutions like HRM, Samsung is realizing convenient and efficient ways to care for home appliances – reducing downtime, enhancing the user experience and setting new standards for global service. As HRM reaches more countries, languages and product categories, Samsung remains committed to delivering smarter, more connected care for the homes of the future.
PA MediaA Chinese energy company has announced plans to build the UK’s largest wind turbine manufacturing facility in Scotland.
Ming Yang said the £1.5bn project would create up to 1,500 jobs, with the first production taking place by late 2028.
The firm, which is the largest private wind turbine manufacturer in China, has shortlisted the green freeport site at Ardersier as its preferred location for the facility.
Ming Yang said it would invest up to £750m in the first phase of its investment before expanding to create an “offshore wind industry ecosystem” around the hub.
It has been in talks with the Scottish and UK governments over the past two years.
The firm’s UK chief executive, Aman Wang said: “We firmly believe that by moving forward with our plans to create jobs, skills and a supply chain in the UK, we can make this country the global hub for offshore wind technology.
“We fully support the government’s mission to become a clean energy superpower, and I’m confident that once the plans are approved we can make a valued contribution to this goal.”
But a Conservative MP has previously questioned the wisdom of letting the company invest in the UK.
Last November, MP Nick Timothy asked UK energy minister Michael Shanks about Ming Yang’s plans to invest in Scotland, saying the government should rule out investment from “hostile states”.
Timothy said Ming Yang “benefits from huge subsidies in China,” adding any investment was subject to “serious questions about energy and national security”.
The UK government’s Energy Secretary, Michael Shanks, said he would “encourage investment”.
In a statement released on Friday, a UK government spokesperson said: “This is one of a number of companies that wants to invest in the UK.
“Any decisions made will be consistent with our national security.”
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